416 results found
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Quality planner in QM has limitations; unable to select an individual instead of a group.
Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
4 votes -
click to dial feature for - RingCentral Contact Center Voice
RingCentral Contact Center Voice / article 1160 - it would be helpful if it would have a click to dial feature
1 vote -
Why don't contacts have a fax number?
When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
1 vote -
Add the ability for multiple extension to listen to the same call simultaniously
Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
3 votes -
Add an option to make Activity Codes invisible to agents.
We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…
3 votes -
Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
20 votes -
to have a +1 option for caller ID number
Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature
2 votes -
QM – Evaluation Notifications – More Than One User
When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.
15 votes -
Inbound blocked caller ID should display Blocked Call instead of company phone number
Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
3 votes -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms.Create reporting for this areaTemplate to automate extraction of raw data and export. This would be similar to the ACD metrics currently available.
3 votes -
Add inline images to the body of an email
Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.
1 vote -
Add a notification/chime feature to the MaxAgent call Deposition (where time can be chosen by user) that notifies user if they have forg...
...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.
1 vote -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.6 votes -
create a link with equisoft crm
similar to salesfore app you have
1 vote -
Salesforce Adapter needs seach to be case insensitive
Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.
2 votes -
Salesforce Adapter shows inactive agents in search
Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.
2 votes -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes -
Salesforce Adapter does not allow the removal of Mask
The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
2 votes -
QM - Evaluation Notifications – Need Via Email
When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.
12 votes
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